Lost phone help!

[Lindsy88]

My husband lost his phone and can’t log into his public mobile account because he can’t get the text and can’t access his email without the 2 step verification process either. 
Bought a new sim, want to activate it with same number to be able to access account again but can’t get CSA through the chatbot since he can’t log in

[Justin75]

Thank you so much @hTideGnow !

life saver! 😊

[Justin75]

Hi @Dunkman 

Carlos at CS_Agent said I had to make my own community profile for him to help, so I have, just trying to find how to pm CS_Agent without the public mobile app…

[hTideGnow]

hi @Justin75 

CS agent is a team, they share the gneral mailbox , you don't necessary need to reply Carlos

so, just go back to the inbox, search for the message and reply.  Whoever in the team will pickup and reply

link to inbox: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Justin75]

I’m the husband who lost his phone, just trying to figure out how to pm CS_Agent, Carlos I think it is…

[CSA_PM]

I'm so sorry to hear about this! Our support team has replied to your private message. 

[Lindsy88]

That we can do. 

[Dunkman]

@Lindsy88 

If you can't receive 2FA via text or email, then you will need customer service agent help. Since you can't login, you can't submit ticket.  You can private message CS_Agent.  

However, I will try to escalate your issue directly to CSA.  You will need to answer several security questions to gain access to your account (ie. the last 4 digits of credit card on file, etc.)